Customer Support Manager

Campaign Management · Stellenbosch, Western Cape
Department Campaign Management
Employment Type Full-Time
Minimum Experience Entry-level
Compensation R20,000 per month

GivenGain is a global non-profit foundation based in Switzerland. We were founded with a simple idea: to enable global philanthropy on the back of a platform that simplifies global giving and fundraising. Since 2001, we have helped donors and fundraisers in 193 countries, to assist charities in more than 75 countries.

The GivenGain platform enables mass events and groups like running and cycling races and their participants to fundraise together for any charity of their choice: https://www.givengain.com/team/join/


Role:

Primary focus: Handling of all global customer support queries. You will report to the Global Head of Support

Secondary focus: Assistance with general account management of GivenGain clients


Duties:

  • Deliver a comprehensive service to customers in response to enquiries
  • Manage a high volume of incoming support e-mails
  • Take ownership of customers’ issues and follow problems through to resolution
  • Help develop service procedures, policies and standards
  • Liaise with Regional Managers on support issues concerning their regions
  • Work closely with the Development team and inform them of platform issues raised by clients
  • Provide monthly reports
  • Report lessons learnt to the rest of the GivenGain team
  • Perform research tasks on request, to aid client growth
  • Engage with clients online (via Zoom) where needed


Skills and qualifications:

This is an entry level position that requires:

  • Some experience in a customer support role
  • Proactive problem solving
  • Excellent communication skills in English
  • Results-driven approach with good time management skills
  • The ability to build relationships and manage stakeholders
  • Experience with using standard digital tools
  • Close attention to detail
  • Ability to multi-task


Start date:  1 February 2021

Location:  South Africa, Western Cape 



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  • Location
    Stellenbosch, Western Cape
  • Department
    Campaign Management
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level
  • Compensation
    R20,000 per month